In reference to our Us Airways account October 21, 2010
Our payment was due on October 6 which was paid in full through our online acct. We discovered a problem on Saturday October 9 when we attempted to use the card at several different locations only to have it rejected. I placed a call to customer service and was told that we did not make a payment and at this point we were unable to use the card until a payment was received. After going through the history and check info we realized the payment was made to a previously closed account # due to fraud.
While I realize the mistake was mine as the old account was still in my bank information, the problem was that your company cashed the checked and applied the money to a CLOSED account several days prior and never notified us of the issue.
After a 30 minute call where I was told by your rep they would issue a check which would to us in 10 business days to clear the error; we requested the money just be moved to the appropriate account. That seems logical yet it wasn’t an easy process but in the end they said that would happen within another 10 days. Unfortunately we would be unable to use our current credit card and would be charged a late fee and a finance fee. I requested to talk to a manager and basically had to argue with the rep for her to escalate the call. Once I did get a manager and explained how you had my payment in full, she told me there was nothing she could do except to tell me to write a letter. Obviously your message “We appreciate your business and look forward to servicing your account” is a joke.
This wasn’t the first service issue we experienced; we had fraud issues last year which we discovered and reported to you instead of you contacting us. In addition, got the run around on companion tickets we never received and still haven’t got but I won’t waste more of my time on that matter at this point.
In frustration, we canceled our account during this last call. Even then, we were harassed from October 10 till October 19 with automated calls telling us we were late with our payment. I spoke to reps every time the call was made to our home and explained the situation that you HAD MY MONEY but it was on the wrong account, still the calls did not cease.
My experience in dealing with the customer service group has been beyond horrendous…. Having to explain issues multiple times and still not getting resolution should be clearly documented in my history. Not only that but while I understand outsourcing, most of the people who answered my calls were very difficult to communicate with and had severe accents that caused even greater aggravation. You may want to investigate your poor service through the complaint boards online as I am not the only one complaining but you can be sure I will add my story to the list.